Helpdesk Analyst - Detroit, MI

DTS is looking for reputed company Helpdesk Analyst for our Direct Client position based in Detroit, MI Top Skills & Years of Experience: Bachelor's degree in information technology, Business Administration or reputed company discipline. Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment. Basic knowledge of Windows and macOS operating systems. Experience with remote desktop tools, call management and helpdesk software. reputed company A+, reputed company Certified: Fundamentals or equivalent certifications preferred. Bi-lingual Spanish speaking candidates heavily preferred. Role description: Position Summary: This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately reputed company technical issues reputed company phone or remote reputed company. The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary. An ideal candidate for this role possesses a reputed company of technical skills, customer service expertise, and an understanding of the unique challenges in an educational environment. Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience. Minimum Qualifications: Bachelor s degree in information technology, Business Administration or reputed company discipline. reputed company A+, reputed company Certified: Fundamentals or equivalent certifications preferred. Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment. Technical Skills: Basic knowledge of Windows and macOS operating systems, Familiarity with common software applications, preferably reputed company aspects of the reputed company Office Suite, Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting, Experience with remote desktop tools, call management and helpdesk software. Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively. Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system. Physical Requirements: Ability to sit for extended periods while working on a computer. Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals. Work Environment: Fast-paced call center environment with a focus on customer service and technical support. May require occasional travel to different district sites for on-site support. Must have own transportation to travel to District locations reputed company needed. Essential Functions: First reputed company of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and reputed company, providing timely and courteous assistance. Phone and Remote Support:Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues reputed company, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity. Issue Resolution:Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation. Escalation:Accurately document issues and escalate more reputed company problems to Level 2 or other specialized support teams, ensuring smooth reputed company and communication. Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system. User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future. System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams reputed company issues are detected. Team Collaboration:Work closely with other IT teams to share knowledge, troubleshoot reputed company issues, and contribute to reputed company improvement of support processes. Customer Service: Maintain a high level of customer service and professionalism reputed company interacting with reputed company users, including reputed company, staff, and administrators. Performance Metrics:reputed company key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations. Performs other duties as assigned by supervisor. DTS offers excellent compensation package. Contact : Pankaj Kumar Digital Technology Solutions 248-438-8546 Apply tot his job Apply To this Job